Things are moving fast over here and we’re looking to add some awesome people to the team. If you love social media, working with a great team and want to join a rapidly growing industry, we want to talk to you!
What we’re looking for: a full-time, experienced support specialist to interact directly with our quickly growing customer base. You will be the direct resource for Viralheat users to get their questions answered and problems solved quickly.
Here’s the complete job description… If this is you just shoot us an email at jobs[at]viralheat[dot]com with “Customer Support Specialist” in the subject line.
We look forward to meeting you!
Customer Support Specialist
Viralheat is a social media analytics and intelligence firm based in San Mateo, California. Viralheat is a powerful, simple, yet affordable way for brands, agencies, marketers and content producers to measure and analyze the social web. Viralheat web based platform is connecting business, big and small, to the social web and changing the way business is done.
Viralheat is looking for a customer support specialist to join our team. You are the first to help when our customer base has questions and dedicate time to helping them, solving problems and improving customer satisfaction. We believe in preemptive support, our system will let you know when something is not right with an account and we reach out to help the customer even before they know they need help. Your daily tasks involve fielding incoming emails, phone calls, monitoring the system to for problems with customer accounts and gathering feedback. You should also be able to spot trends, gather usage patterns and analyze incoming customers requests for improvement in our product. We use customer feedback to guide our product roadmap so an analytical mindset and out-of-the-box thinking approach is absolutely critical.
Our team is comprised of problem solvers and innovative people. We are looking for a creative, hard-working and analytical person with a positive outlook and a customer-driven DNA. You will be trusted to work autonomously, you’ll get to express your skills creatively, have a great deal of control over your work, be a part of something bigger and have a great time doing it.
Location: San Mateo, CA (Right off Hwy 101/92)
Position Type: Full Time
Education: BS or other technical degree, or equivalent applicable experience
Experience: 1-3 years
Contact: Please send an email to jobs[at]viralheat[dot]com with subject “Customer Support Specialist” for further consideration
Responsibilities
• A passion for social media, analytics and SaaS
• Provide excellent customer service – the ability to be patient, accurate, compassionate, responsive and resourceful
• Excellent written and oral communication skills
• An appreciation for easy to use, intuitive software
• Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
• Fielding incoming emails and phone calls while increasing customer satisfaction levels
• Understanding the product, systems and processes: features and functionality, pricing
• Tracking sales activities, customer interactions, and customer data within our internal systems
• Weekly reporting on metrics
• Authoring knowledge-base articles and FAQ’s
• WOWing our customers and building relationships
Experience / Skills
• Good understanding of a customer support software like Zendesk
• Highly adaptive, and a fast learner who will thrive in learning/working with new products
• Strong communication – written and oral
• Meticulous attention to detail
• Analytical and problem solving
• Ability to process a large volume of customer inquiries
• Ability to multi-task, prioritize and complete workload
• Strong computer skills
• Both an independent worker and pro-active team player
Salary / Benefits
• We offer competitive salaries and full benefits, including health, dental, vacation and stock options
• You will work directly with the co-founders of the company
• You will be an early employee and we can offer attractive equity
